Time Metrics

Requester Wait Time

Requester Wait Time captures how long customers spend waiting for agent responses during the ticket lifecycle. It excludes time when the agent is actively working and focuses purely on customer-side delays. This metric isolates the customer experience from agent activity.

Why Requester Wait Time Matters

Requester Wait Time reveals true customer friction points separate from agent effort. High wait times indicate staffing gaps or poor ticket routing even when agents are productive.

How to Calculate

Total ticket time - Agent touch time - Time in pending/on-hold states

In TicketBoard

TicketBoard helps you track requester wait time and related metrics from your Zendesk data. Connect your account for instant visibility.

Related Metrics

Agent Touch Time Reply Time First Reply Time (FRT) Agent Wait Time
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